Salesforce Service Cloud vs Samanage comparison

Salesforce and SolarWinds are both solutions in the Help Desk Software category. Salesforce is ranked #4 with an average rating of 8.3, while SolarWinds is ranked #18 with an average rating of 8.0. Salesforce holds a 2.3% mindshare in HDS, compared to SolarWinds’s 1.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
914 Comparison Views

96% willing to recommend

Samanage

Read 3 Samanage reviews

743 Views
520 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Samanage

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Samanage compete in the customer service management category. Salesforce generally has the upper hand due to its advanced capabilities and scalability.

Features: Salesforce Service Cloud offers comprehensive automation tools, CRM integration, and AI-powered analytics, allowing customizable workflows and omnichannel communication. Samanage provides accessible self-service portals, efficient incident management, and simplified user access control, appealing for immediate productivity enhancement.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment is highly customizable but requires more time and technical expertise. Despite this, it provides excellent customer support and onboarding resources. Samanage has quicker deployment with straightforward setup, suitable for rapid implementation without intense technical involvement, though its customer service is less extensive.

Pricing and ROI: Salesforce Service Cloud has higher setup costs due to its comprehensive features, but offers compelling long-term ROI for organizations using its full capabilities. Samanage presents competitive pricing with valuable features, leading to favorable ROI, especially for smaller to medium businesses concentrating on essential service management functions.

To learn more, read our detailed Salesforce Service Cloud vs. Samanage Report (Updated: September 2025).

Buyer's Guide

Salesforce Service Cloud vs. Samanage

September 2025

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Helped 869,760 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Samanage

Ranking in Help Desk Software

18th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (13th), IT Service Management (ITSM) (18th), License Management (12th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% compared to the previous year. The mindshare of Samanage is 1.5%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.3%
Samanage	1.5%
Other	96.2%

Help Desk Software

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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Moldir Shynggys

Application Security Analyst at a tech services company with 51-200 employees

Great filtering feature and a good analytics dashboard

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"In terms of visibility to my boss and the team, it does help a lot."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"It is a stable product."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The interface is quite user-friendly."

"It's a cloud tool, so it is easy to set up."

"There is an out-of-the-box feature for reporting and analytics"

More Salesforce Service Cloud pros

"The solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

Cons

"The integrations with other solutions can be improved."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"The pricing of the solution can be made cheaper."

"The solution’s user interface could be improved and enhanced."

"The pricing for what Salesforce Service Cloud offers is not great."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

More Salesforce Service Cloud cons

"The system shuts down about once a month which is frustrating."

"The setting up process is not quite easy. It's quite difficult."

Pricing and Cost Advice

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Salesforce is very cost-effective."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce Service Cloud is a bit expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The price is too expensive."

"The price of the solution depends on how many users need access to it"

"Salesforce is not a cheap product. It can be expensive."

More Salesforce Service Cloud pricing and cost advice

"It is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

13%

Construction Company

11%

Financial Services Firm

10%

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

No data available

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

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What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

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What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

See all answers

What needs improvement with Samanage?

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...

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What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs Samanage

Compared 50% of the time

Freshservice vs Samanage

Compared 33% of the time

Ameyo Fusion CX vs Samanage

Compared 9% of the time

SolarWinds Service Desk vs Samanage

Compared 8% of the time

More Samanage Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

September 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

September 2025

Download Samanage product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Buyer's Guide

Salesforce Service Cloud vs. Samanage

September 2025

Free Report: Salesforce Service Cloud vs. Samanage

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